Conversational AI: How to use it for a Winning Customer Experience Strategy

Consumer expectations are being set by voice assistants like Siri, Google Assistant, and Alexa. And we're coming to expect this same type of interaction and rapid response when we communicate with businesses. Given this, solutions like conversational AI will soon be a requirement for every company's contact center. Conversational AI enables consumers to interact with computer applications as they would with humans, similar to our experiences with digital assistants in the home. With conversational AI, organizations can replace inadequate chatbots and unwieldy interactive voice response (IVR) menus and simply ask customers, "How can I help?" -- and then get them to the right place.